Terms of Reference
We have a set of rules that govern the complaints our companies can and cannot accept for review. We call these rules our terms of reference.
Our terms of reference are formed from different pieces of legislation, including the EU Directive on Consumer Alternative Dispute Resolution (ADR).
These rules can sometimes be a bit difficult to interpret, so we have produced this guidance to assist both consumers and our participating companies understand how we work;
- Terms of reference - Energy Ombudsman
- Terms of reference - Communications Ombudsman
- Terms of reference - Flexible Resolution Services
Independent Assessor's terms of reference.
The Independent Assessor investigates complaints raised about our various companies and dispute resolution services, using the terms of reference given by the board.
Want to learn more? We’re happy to help.